Systems and methods for analyzing worker conformance and efficiency

Abstract

A system and method may determine performance data for workers by for example generating or receiving, for a set (e.g. one or more) of workers, computer data describing total scheduled work time for the set of workers for a period or range of time; and obtaining or receiving for the set of workers computer data describing total out of conformance time for the set of workers for the period or range of time. The total scheduled work time for the set of workers for the period of time may have subtracting from it the total out of conformance time for the set of workers for the period of time, to create an intermediate sum. This intermediate sum may be divided by the total scheduled work time for set of workers for the period of time to calculate the non-productive conformance percentage for the set of workers.

What is claimed is: 
     
         1 . A method for determining performance data for workers, comprising:
 receiving for a set of workers computer data describing total scheduled work time for the set of workers for a period of time;   receiving for the set of workers computer data describing total out of conformance time for the set of workers for the period of time; and   subtracting from the total scheduled work time for the set of workers for the period of time, the total out of conformance time for the set of workers for the period of time, to create an intermediate sum, and dividing the intermediate sum by the total scheduled work time for set of workers for the period of time to calculate the non-productive conformance percentage for the set of workers.   
     
     
         2 . The method of  claim 1  wherein the set of workers consists of one worker. 
     
     
         3 . The method of  claim 1  wherein:
 the set of workers comprises a plurality of members of a management unit; 
 the total scheduled work time for the set of workers for the period of time is the sum of the total scheduled work time for each of the plurality of members; and 
 the total out of conformance time for the set of workers for the period of time is the sum of the total out of conformance time of each of the plurality of members. 
 
     
     
         4 . The method of  claim 1  comprising displaying the non-productive conformance percentage for the set of workers. 
     
     
         5 . The method of  claim 1  comprising gathering, via agent software executed by a terminal operated by an agent, information describing the agent's activities, and calculating, based on the information describing the agent's activities, out of conformance time for the agent. 
     
     
         6 . The method of  claim 1  comprising determining, via agent software executed by a terminal operated by an agent, an agent state, and calculating, based on the agent state and an agent schedule, out of conformance time for the agent. 
     
     
         7 . The method of  claim 1  wherein out of conformance time for a worker comprises time when the worker is not acting according to the scheduled duration for the worker. 
     
     
         8 . A system for determining performance data for workers, comprising:
 a memory; and   a processor configured to:   receive for a set of workers computer data describing total scheduled work time for the set of workers for a period of time;   receive for the set of workers computer data describing total out of conformance time for the set of workers for the period of time; and   subtract from the total scheduled work time for the set of workers for the period of time, the total out of conformance time for the set of workers for the period of time, to create an intermediate sum, and dividing the intermediate sum by the total scheduled work time for set of workers for the period of time to calculate the non-productive conformance percentage for the set of workers.   
     
     
         9 . The system of  claim 8  wherein the set of workers consists of one worker. 
     
     
         10 . The system of  claim 8  wherein:
 the set of workers comprises a plurality of members of a management unit; 
 the total scheduled work time for the set of workers for the period of time is the sum of the total scheduled work time for each of the plurality of members; and 
 the total out of conformance time for the set of workers for the period of time is the sum of the total out of conformance time of each of the plurality of members. 
 
     
     
         11 . The system of  claim 8  wherein the processor is configured to display the non-productive conformance percentage for the set of workers. 
     
     
         12 . The system of  claim 8  wherein the processor is configured to gather, via agent software executed by a terminal operated by an agent, information describing the agent's activities, and calculate, based on the information describing the agent's activities, out of conformance time for the agent. 
     
     
         13 . The system of  claim 8  wherein the processor is configured to determine, via agent software executed by a terminal operated by an agent, an agent state, and calculating, based on the agent state and an agent schedule, out of conformance time for the agent. 
     
     
         14 . The system of  claim 8  wherein out of conformance time for a worker comprises time when the worker is not acting according to the scheduled duration for the worker. 
     
     
         15 . A method for analyzing worker data, comprising:
 based on worker activity for a set of workers using software operated by the workers, and on the schedules for the set of workers, calculating computer data describing out of conformance time for the set of workers;   receiving for the set of workers computer data describing scheduled work time for the set of workers for a period of time; and   subtracting from the scheduled work time for the set of workers, the out of conformance time for the set of workers, to create an intermediate sum, and dividing the intermediate sum by the scheduled work time for set of workers to calculate the non-productive conformance percentage for the set of workers.   
     
     
         16 . The method of  claim 15  wherein the set of workers consists of one worker. 
     
     
         17 . The method of  claim 15  wherein:
 the set of workers comprises a plurality of members of a management unit; 
 the scheduled work time for the set of workers is the sum of the scheduled work time for each of the plurality of members; and 
 the out of conformance time for the set of workers is the sum of the out of conformance time of each of the plurality of members. 
 
     
     
         18 . The method of  claim 15  comprising displaying the non-productive conformance percentage for the set of workers. 
     
     
         19 . The method of  claim 15  wherein out of conformance time for a worker comprises time when the worker is not acting according to the scheduled duration for the worker.